Remote Care Experience Specialist

Charlie Health Clinical; United States; Remote; USD 45,000 - 55,000; Full time

Job summary

Charlie Health is seeking a dedicated Care Experience Specialist to support clients and families through treatment, welcoming them post-admission, building rapport, and coordinating care while ensuring a seamless experience.

You will liaise with Admissions, Billing, Utilization Review, Outreach and Clinical teams, manage scheduling, resolve concerns, and drive high patient satisfaction in a fast-paced behavioral health setting. We value compassion, privacy, and collaboration.

Qualifications

• Minimum 2 years in a customer/patient success or support role.
• Experience with young adults in a healthcare setting preferred.
• Knowledge of HIPAA policies and procedures.
• Native or bilingual English proficiency; US work authorization.
• Proficiency with cloud-based communication and software (Slack, G-suite, MS Office, Zoom & EMR).

Responsibilities

• Answer inbound calls, emails, and texts; resolve concerns promptly.
• Liaise between patients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical).
• Support care coordination to improve the patient experience.
• Identify attendance gaps and proactively address treatment issues.
• Schedule and reschedule appointments; document timely and accurately.
• Meet KPIs: call rates, talk time, volume, resolution time, satisfaction.

Skills

Customer/patient success

Young adults experience

Emotional intelligence

HIPAA knowledge

English proficiency

Cloud-based tools

CRM platforms familiarity

Education

High school diploma or equivalent

Tools

Salesforce

Job description

Charlie Health is seeking a dedicated Care Experience Specialist to support clients and families through treatment, welcoming them post-admission, building rapport, and coordinating care while ensuring a seamless experience.

You will liaise with Admissions, Billing, Utilization Review, Outreach and Clinical teams, manage scheduling, resolve concerns, and drive high patient satisfaction in a fast-paced behavioral health setting. We value compassion, privacy, and collaboration.